If an invoice remains unpaid, the server is suspended on the day after the paid period ends. A suspended server is switched off and is no longer reachable, but your data is still there — as soon as the invoice is paid, the service is reactivated and the server can be started again with everything in place.
If payment is still not received, the server and all data on it are deleted within 14 days of the suspension. This is a deliberate part of how we handle your data: we do not keep the contents of servers that are no longer in use, so that your data does not remain on our systems longer than necessary.
Deletion is final. Once the server has been removed, the data cannot be restored — including from backups, which are deleted together with the service.
What to do if you need more time
If you know in advance that payment will be delayed, open a ticket with our Billing department before the deadline and explain your situation.
We cannot promise an extension: the deadlines above are our standard procedure and apply to all services. In individual cases, however, we may grant a one-off exception for long-standing clients with a good payment history. This is always decided case by case, and only while the server still exists — once it has been deleted, nothing can be done.
If you no longer need the server
Please cancel the service in your client area rather than simply letting the invoice go unpaid. That way you avoid reminders about an overdue invoice, and you can copy off any data you still need before the server is closed down.
Before the deadline
If you have any data you want to keep, download it while the server is still running. After suspension the server is switched off, so plan any copying while it is still available. See How can I pay my invoice? for payment methods and how long each takes to be credited — bank transfers in particular need to be sent several days in advance.
